IT Business Relationship Manager

Pennsylvania Turnpike Commission•Middletown, PA

7d•$99,238 - $138,581•Hybrid

About The Position

The Pennsylvania Turnpike Commission is seeking a dynamic individual to lead our Business Relationship Management team. The BRM is central to ensuring business needs align with planning. You will directly influence prioritization, resource planning, readiness, and clarity—ensuring the right work is approved, scoped, and delivered effectively. Your leadership strengthens partnerships across the enterprise and enhances PTC’s ability to innovate thoughtfully and sustainably.

Requirements

Ten (10) years of experience in information technology, project management, business analysis, business relationship management, solutions management, resource/budget management, or policy analysis; OR Six (6) years of experience in information technology, project management, business analysis, business relationship management, solutions management, resource/budget management, or policy analysis AND a bachelor’s degree in information technology, business administration, information systems, public administration, or related field. Equivalent combination of education and/or experience may be accepted.
Strong experience in business relationship management, business analysis, project/demand governance, or similar roles.
Proficiency with ServiceNow, Qlik, Microsoft 365, and modern collaboration/automation tools.
Exceptional communication, documentation, and stakeholder engagement abilities.
Experience managing staff or consultants supporting analysis, requirements, or governance functions.
Applicants must be currently authorized to work in the United States on a full-time basis. The Commission will not sponsor applicants for work visas.

Responsibilities

Oversee IT demand management from intake through assessment, prioritization, governance review, and handoff to project delivery teams.
Ensure business needs, priorities, compliance drivers, risks, pain points, customer impacts, expected outcomes, ownership, dependencies, estimated effort, and decision points are documented.
Use ServiceNow for demand intake, workflows, approvals, business cases, assignments, status tracking, project handoff, and reporting.
Partner with business leaders, IT leaders, portfolio governance, PMO, policy/planning/procurement, and Technical Assurance and Governance to align demand, clarify needs, resolve conflicts, set expectations, and support informed decisions.
Lead or oversee needs assessments and OCM evaluations, including current-state analysis, problem definition, stakeholder readiness, process impacts, training/communications needs, adoption risks, assumptions, constraints, and resistance mitigation.
Develop or coordinate process maps, workflows, business rules, requirements, reporting needs, and acceptance criteria to support scoping, estimates, procurement planning, and project initiation.
Coordinate preliminary cost, schedule, resource, and feasibility estimates with IT delivery teams, architecture, security, vendors, consultants, procurement, finance, and business stakeholders.
Analyze alternatives, risks, benefits, dependencies, procurement needs, policy impacts, technical constraints, and cross-system impacts; recommend whether demand should become a project, remain operational work, be bundled, deferred, sequenced, or declined.
Use Qlik dashboards, ServiceNow reporting, AI tools and related data sources to monitor demand volume, pipeline status, estimate maturity, business activity, resource implications, and conversion to approved projects.
Provide demand reporting and leadership updates on trends, bottlenecks, recurring needs, prioritization risks, OCM concerns, process gaps, resource implications, and required decisions; maintain data quality for demand records, requirements, maps, estimates, and assessment outputs.
Manage the BRM unit, including supervision, performance management, delegation, work product review, coaching, staff development, and oversight of long-term consultants performing BRM, business analysis, process mapping, requirements, and demand assessment work.
Build BRM capability through mentoring, standards, stakeholder engagement practices, tool adoption, training, AI-enabled automation, dashboard improvements, intake workflow improvements, and continuous improvement.
Maintain a hands-on leadership style that combines people management with direct involvement in demand governance, stakeholder facilitation, ServiceNow workflows, Qlik reporting, assessment reviews, and requirements quality.